Consultant - Sales ​

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DESCRIPTION

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LaundryRepublic is looking for a Customer Service Manager to lead our superb team. This is an excellent opportunity for someone bright and ambitious to join a successful scale-up, lead a small team, and grow and shape a vital part of the company. You’ll split your time between team management, front-line customer service, and helping build a new Customer Success function - delivering fantastic customer service across the board. You’ll work closely with the founders, in a fast paced, friendly and innovative environment.

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The Company

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LaundryRepublic is freeing Londoners by revolutionising dry cleaning! And we’re growing fast...+30% last year! We won Best Online Dry Cleaning Service 2016 and 2017. We’ve been featured by the BBC, FT and other national press, and have won lots of awards, including Smarta 100 and Santander Breakthrough 50.

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Role Summary

 

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Customers are at the heart of everything we do. We make their lives more convenient, and every contact with them is an opportunity to strengthen our relationship. This role requires both management and front-line customer service.

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• Manage and coach a team of 3 customer service execs, growing soon to 4

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• Train and develop existing team members; recruit and onboard new team members

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• Help us build a Customer Success function (proactive customer relations)

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• Working with other internal teams to resolve issues and improve client satisfaction

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• Responding to incoming enquiries, by phone, email and online chat

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• Resolving enquiries and complaints, taking action to fix problems, and following up regularly to ensure rapid solutions for customers, with particular focus on escalations and high-value customers

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REQUIREMENTS

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About You

 

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• Strong customer service or Success experience required, ideally in a rapid growth environment. Dry cleaning experience not required; we’ll provide full training.

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• Management experience, and desire for progression.

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• Amazing listener - you’ll need to quickly understand customer needs.

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• Excellent communicator - you’ll have to explain important issues to customers by phone and email.

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• Focused on customer satisfaction - LaundryRepublic only succeeds if customers are genuinely happy

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• Highly organised multi-tasker - juggling live customer contact with issue investigation and resolution

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• Entrepreneurial and motivated - we’re growing fast and you’ll be part of that.

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• Proactive and resourceful - you don’t like hanging around waiting for things to happen – you make them happen!

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Other Requirements

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• Fluent English, both spoken and written

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• Very strong telephone skills

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• Superb written communication skills

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• Excellent time management skills

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• Must be polite, motivated, and hard-working

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• Must be eligible to work and live in the UK

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• Based within commuting distance of Clapham / Balham

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BENEFITS

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• Performance bonus based on customer satisfaction

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• Pension, dry cleaning allowance, team events, and other benefits

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• Hours: Mon-Fri 9am - 6pm, with variability based on business needs